You are here:
Home |
Research Services |
Advanced Analytics |
Customer Loyalty Simulator™
Customer Loyalty Simulator™
Companies can drive customer satisfaction and loyalty higher and
higher by improving quality, reducing prices, and improving service—but
this road can lead to bankruptcy. We believe the goal should not be higher and
higher levels of satisfaction, but rather a level of a satisfaction that
optimizes a firm’s long-term profitability. The goal is to understand how
customers’ experiences and perceptions of brands lead to future outcomes
such as:
-
Brand preference
-
Brand purchase
-
Brand usage
-
Customer retention and brand loyalty
-
Share of market
-
Sales revenue
-
Profitability
The processes involved in developing the Customer Loyalty
Simulator™ are:
-
Latent-class factor and reliability analysis—we determine the underlying
factors that summarize and explain the correlations among the many product,
service, and brand image attribute ratings within the category.
-
Factors become predictors of overall market measures. Regression analysis
accomplishes the link with satisfaction and loyalty as dependent variables and
the factors as independent variables.
-
Since the factor scores determine the product, service, and brand image in
survey responses, a market simulator is developed to link each survey response
to satisfaction and loyalty.
The Customer Loyalty Simulator™ is an interactive model in
which simulations for each product or service reveal the impacts of changes in
customer experiences and perceptions upon customer loyalty.
Other Advanced Analytic Services include:
Additional Resources from Decision Analyst
If you would like more information on Advanced Analytics Services,
please contact Dr. John Colias by
email or call 1.800.ANALYSIS (262.5974).
Brochures
Related White Papers
|
